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IT Service Provisioning Administrator

col-narrow-left   

Location:

Cape Town, Western Cape 

Salary:

Negotiable

Posted:

13-01-2020
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Job Type:

Permanent

Job Level:

Skilled

Employment Equity:

Open to All Candidates
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Job Description:

Responsibilities
Provisioning and Service:
  • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
  • Agree and administer the accurate and timely handover of all workload requiring the attention of Professional Services, or a dedicated Project Manager, to the Projects Team.
  • Administer and organize technical provisioning, cancellation and change services for the full portfolio of Company products, working with other Company teams as required
  • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
  • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Company teams, especially in the case of multiple service provisions to the same customer
  • Provide high-quality, regular ticket and project updates in Service Now so that both customers and colleagues are fully briefed as to the current status of all provisioning and cancellation cases
  • Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
  • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate
Customer Champion:
  • Proactively and accurately update Company customer’s throughout the life of their provisioning case(s)
  • Set and manage appropriate customer expectations, and always deliver on what has been promised
  • Ensure all customer queries via phone, email or chat are resolved and that SLA targets are met
  • Drive customer satisfaction and advocacy, thinking as the customer, and promoting positive customer feedback via NPS-T
  • Where appropriate, escalate all customer provisioning queries and complaints to the Service Provisioning Team Leader
  • Understand the customer drivers for service cancellation, reducing and reversing cancellation requests where appropriate and possible
Team Working:
  • Prioritize workload and efficiently manage own working time
  • Interface with and maintain close working relationships with other Company departments, ensuring issues are resolved in a timely manner and a positive customer experience is maintained
  • Follow ITIL, ISO and Company agreed practices and processes
  • Proactively report on and suggest service improvements via the appropriate channels (e.g CSIP feedback)

Job Category:

Account / Product Manager, Customer Support, IT Service Delivery, IT Support, Other IT & Telecoms
Company Info
AJL Consulting
Diep River, WC, South Africa

Please register to view contact info


Company Profile



Company Info


AJL Consulting
Diep River, WC, South Africa

Please register to view contact info


IT Service Provisioning Administrator

col-narrow-left   

Location:

Cape Town, Western Cape 

Salary:

Negotiable

Posted:

13-01-2020
col-narrow-right   

Job Type:

Permanent

Job Level:

Skilled

Employment Equity:

Open to All Candidates
col-wide   

Job Description:

Responsibilities
Provisioning and Service:
  • Accurately interpret customer requirements and orders to enable a clean and timely service provision and customer on-boarding / off-boarding experience
  • Agree and administer the accurate and timely handover of all workload requiring the attention of Professional Services, or a dedicated Project Manager, to the Projects Team.
  • Administer and organize technical provisioning, cancellation and change services for the full portfolio of Company products, working with other Company teams as required
  • Administer and organize the purchasing of customer hardware, software, licenses, support agreements and subsequent renewals. Drive uplifts to existing customers where appropriate
  • Administer the comprehensive co-ordination of provisioning cases in conjunction with our customers, our vendors and other Company teams, especially in the case of multiple service provisions to the same customer
  • Provide high-quality, regular ticket and project updates in Service Now so that both customers and colleagues are fully briefed as to the current status of all provisioning and cancellation cases
  • Administer the accurate processing of service start, termination and billing details to facilitate accurate invoicing
  • Regularly and accurately monitor all relevant service queues and communication tools, prioritizing and assigning actions/cases/communications as appropriate
Customer Champion:
  • Proactively and accurately update Company customer’s throughout the life of their provisioning case(s)
  • Set and manage appropriate customer expectations, and always deliver on what has been promised
  • Ensure all customer queries via phone, email or chat are resolved and that SLA targets are met
  • Drive customer satisfaction and advocacy, thinking as the customer, and promoting positive customer feedback via NPS-T
  • Where appropriate, escalate all customer provisioning queries and complaints to the Service Provisioning Team Leader
  • Understand the customer drivers for service cancellation, reducing and reversing cancellation requests where appropriate and possible
Team Working:
  • Prioritize workload and efficiently manage own working time
  • Interface with and maintain close working relationships with other Company departments, ensuring issues are resolved in a timely manner and a positive customer experience is maintained
  • Follow ITIL, ISO and Company agreed practices and processes
  • Proactively report on and suggest service improvements via the appropriate channels (e.g CSIP feedback)

Job Category:

Account / Product Manager, Customer Support, IT Service Delivery, IT Support, Other IT & Telecoms

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